Increasing merchant activation rate

Overview

GoSwiff provides a white-label mobile payment application, enabling merchants of all sizes to accept digital payments – mobile and in-store.

The mobile application together with mobile point of sale (mPOS) card reader allowed for fast, ‘easy’ and secure card transactions anywhere, anytime. The technology enables mobile devices combined with card readers to create an affordable and easy to integrate mobile payment solution

Increasing merchant activation rate

The challenge

We noticed that around 32% of users were unable to activate the application and start accepting payments.

A problem that stood out during usability testing was the difficulty that some merchants had in connecting the software (application) with the hardware (pinpad/dongle).

The digital onboarding is a key factor for a successful merchant activation journey so this is a pain point that had to be immediately addressed.

Increasing merchant activation rate

Merchant activation journey

To be successful in mobile payments, the service provider has to know and satisfy the needs of the merchants.

Simple and fast sign-up and activation process and access to technical support are key merchant needs that any apllication should satisfy.

The activation journey must be designed to incentivise adoption and usage. By increasing volume of transactions merchants are more likely to become advocates of mobile payments and generate referrals.

Increasing merchant activation rate

Problem: activation

During usability testing we noticed that 29% of users had difficulties in completing the activation process, particularly with pairing/connecting the software (application) with the hardware (PIN pad/dongle) via bluetooth.

The process is somewhat complex and setup can be confusing without the right support or guide. A 25 page downloadable PDF file was available but no one seemed to be using it and it didn't contain information related to pairing devices.

Although there were a few in app solutions that could be implemented (such as more tooltips or visual step by step guides), we were about to launch the service in Indonesia in partnership with Indosat. Due to time constrains, we opted to create a web portal that would work as a quick reference guide for merchants that could be accessed from the application help menu.